RESPONSIBLE

The sale of some of the items included in our product portfolio is regulated by Mexico’s Federal Commission for Protection against Sanitary Risk (COFEPRIS); the regulated products are classified as “essential chemicals”. Moreover, we work to assure that our catalogue includes products that comply with the sustainability strategies of our clients.

Our sales process for essential chemicals includes:

• Sales to clients who have been authorized to work with those products
• A log of all arrivals, shipments, sales and waste/spoilage.
• Annual report to the COFEPRIS.
• Sales staff training in applicable requirements and regulated products.
• Internal audit of compliance with this process.
• Client counseling for those who require the sale of these products and are unaware of the applicable requirements.
• Beyond official requirements, the company has an internal policy which asks any client that requests essential chemicals to be subject to a visit from Pochteca officers in order to determine whether the customer is engaged in a legitimate industrial activity.

Every new product is analyzed to determine whether its handling requires improvements to installations, processes or infrastructure. During 2015 there were requests to include ten new product families, two of which were rejected because the company lacked the necessary infrastructure for the products’ safe handling, and because there was no profitable business justification for making the investments needed to meet such demands.

G4-PR7

None of the incidents reported during the past year involved non-compliance with regulatory requirements or voluntary codes.

G4-PR3, G4-DMA COMPLIANCE, PRODUCT AND SERVICE LABELING

Given that all the products we manage are subject to both international and national legislation, for identifying their degree of risk, it is a requirement for Pochteca and its customers that 100% of the products abide by the applicable requirements in keeping with the type of risk or product in question. The list of applicable norms includes NOM-018- STPS, OSHAS, GHS and PROFECO.

G4-PR5

We have a procedure for applying customer satisfaction surveys that is to be conducted once every two years. The last survey was made in 2014 and based on its results the necessary corrective actions were taken to address the problems of the lowest results.

The actions taken were as follows:

• A diploma course in telemarketing at the Instituto Tecnológico y de Estudios Superiores de Monterrey (ITESM): With an investment of Ps 3 million, 76 people were trained, 75% of who were women
• Programs at the UVP for technical product training
• Production of folders containing the main products and their uses, segment and product fact sheets for clients and telemarketing assistance
• Product catalogue update

Customers can convey their opinions and feedback through the following mechanisms:

• Email messages to ventas@pochteca.com.mx and mercadotecnia@pochteca.com.mx, which are handled by the marketing department
• Social networks (Facebook, Twitter, Linkedin)
• Calls to the 01-800 number for the paper, raw materials and lubricants segments
• Phone calls to the various switchboards at our corporate headquarters, plants and branch offices
• By filling out a contact form on our website www.pochteca.com.mx

G4-PR8, G4-DMA CUSTOMER PRIVACY

In order to assure full compliance with federal law on personal data in possession of private parties, during the last two months of 2015 we conducted, by means of an external agency, a risk evaluation in relation to our personal and sensitive data handling. The results of that evaluation will shape a working plan to address the points of risk that were detected and the establishment of a privacy committee that will work to assure and sustain compliance with the actions and controls deemed necessary. To date, we have had no complaints in this regard.